Call Centre Quality Assessor

Call Centre Quality Assessor
Milton Keynes
£18,000

Reporting to the Head of Audit the Quality Assessor will be responsible for the evaluation and assessment of calls against an existing criteria and framework. You will collate and provide feedback to Managers and Training teams to ensure staff development.

Duties and Responsibilities of the job include:
* Scoring and evaluating calls to ensure compliance with regulatory bodies
* Providing feedback to line managers
* Running Call Calibration group sessions that include group call listening and the dissemination of best practice
* Designing and maintaining bespoke scorecards and management reporting systems for call reviews
* Keeping up to date with industry changes.
* External meetings with clients

This job will ideally be suited for a candidate from the following backgrounds:
Audit
Call Analyst
Training
Quality Analyst

Key Words
Milton Keynes, Quality Assessor, Call Centre Analyst, Real Time Analyst, Analyst, Contact Centre, Audit